Carman Soto
Naperville
Summary
I am seeking a challenging opportunity where I will be able to utilize my strong organizational skills, educational background, and work experience.
Diligent Customer Services Representative with a solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
25
25
years of professional experience
Work History
Case Manager
Acuity International
03.2023
- Provide the Enrollment process and Assessments
- Interview clients and collect data of the Human Trafficking Screening
- Management and enter data on Sales Forces program
- Find Resources for Young Adults and Family
- Addressing specific client needs and reporting any changes or incidents to the appropriate Federal or State Agencies
- Collaborate with the RJC in any incident report, investigation, and other assessments
Career Coach
Umos Inc. / United Migrant Opportunity Services
12.2024 - Current
- Collaborated with other career coaches and industry professionals to share insights, resources, and best practices for optimal client outcomes.
- Tracked client progress and adjusted coaching strategies accordingly to ensure continuous improvement and goal attainment.
- Promoted the importance of work-life balance by teaching clients techniques for managing stress, setting boundaries, and maintaining self-care during their job search process.
- Enhanced client career progression by providing personalized coaching sessions tailored to individual goals and strengths.
- Achieved positive outcomes by utilizing a variety of coaching methodologies tailored to each client''s learning style and personality type.
- Empowered clients to take ownership of their careers by teaching them strategies for continuous learning, skill development, and goal setting.
Customer Service Cashier
Gemato's
01.2010 - Current
- Maintained a clean and organized workspace, promoting a welcoming customer environment.
- Handled high-pressure situations calmly, maintaining composure during busy periods or complex interactions.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Processed customer orders and accurately handled payment transactions.
- Developed and managed relationships with customers to increase customer loyalty.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Enhanced customer experience by providing prompt and accurate transactions.
Sales Supervisor
Armani Outlet
11.2024 - 03.2025
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Developed strong relationships with key clients, resulting in repeat business and increased revenue.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Promoted exceptional customer service by engaging clients on sales floor.
Project Manager
Acuity International
04.2023 - 08.2024
- Supervising and Audit Immigration client cases and other data
- Reports to the Deputy Director
- Collaborate with the ICE officer and RJC on investigations and reports
- Plan the Outreach and contribute to expanding the services and reaching clients
- Validate and approve timesheets for all assigned staff
- Manages the daily activities on administration, financial reports development, data collection, and ensuring/monitoring contract performance in the assigned department and address staff meetings
- Provides oversight of the department to include supervision, time and attendance review, and approval employee countersealing and training/shadowing
- Coordinates and implements internal and data reporting systems, financial controls, and management information systems for the departments
- Resolve problems and maintain a specific level of knowledge pertaining to new developments, new task efforts, contract awards, and new policy requirements
- Serve on the OSHA VP, Safety, and Wellness Committees
Assistant Shelter Manager/Supervisor
Endeavors
05.2021 - 03.2022
- Monitor and supervise clients addressing their specific needs and reporting any challenges to appropriate city or partner personnel via the chain of command
- Develop policies and procedures necessary to manage the family shelter
- Adhere to all policies and guidelines set forth by Endeavors and funders
- Document all serious incidents, daily progress, changes in operations and activities in a timely manner and in compliance with agency policies and procedures
- Ensure local affiliated and non-affiliated workers are fully engaged by providing support, training, evaluation, and inclusion with the visiting workforce
- Evaluate and provide appropriate development/mentoring opportunities for assigned staff
- Complete work performance evaluations for all staff in the work unit, as appropriate
- Promote an environment that eliminates discrimination, harassment or favoritism of any sort and adheres to the zero-tolerance policy
- Resolve staff conflicts and/or recognize when a conflict must be referred to a higher level
- Model appropriate behavior and treat all workers with respect and dignity always
- Organize and facilitate staff meetings as appropriate
- Seek guidance from supervisor as necessary and appropriate
- Maintain a professional appearance and attitude
- Follow and implement requests and directions received from supervisor
- Support and implement decisions made by management
- Monitor and support the quality-of-service delivery and morale of the Workforce
Census Field Supervisor
Department of Commerce of the Census Bureau
02.2020 - 10.2020
- Supervising census takers, monitoring progress and performance, and ensuring the quality of work is maintained
- Approve enumerator payrolls and documentation and resolve conduct issues
Disaster Case Manager for DPR-4339
Family Endeavors
10.2018 - 04.2020
- Provide disaster case management services to individuals and families impacted by disasters
- Responsible for completing needs assessment, developing case plans, referrals for additional or ongoing services and ensuring all client data is current in CAN database
- I managed caseloads and acted as an advocate for clients’ rights, including FEMA letters appeals
Case Manager
BCFS
08.2018 - 10.2018
- Coordinate referrals, service planning, and documentation of services for assigned case load
- Act as liaison with stakeholders, including legal providers and immigration court
- Accept crisis calls and provide support to families in crisis
- Meet all deadlines required by program supervisor and federal partners
- Communicate effectively in writing and verbal in English and Spanish
- Maintaining Knowledge of federal and state regulatory guidelines and standards
Immediately Disaster Case Manager for DPR-4339
BCFS
03.2018 - 06.2018
- Collaborating with community leaders, organizations, and public agencies to promote the organization’s community services programs
- Providing information on disaster assistance programs available, referred and admits new clients
- Advocating for needs services
- Completing grant and written FEMA appeals letters
Shelter Assistant Manager for DPR-4339
Individual Management and Consultant Inc.
10.2017 - 02.2018
- Provide Census information for the local and federal agencies
- Manage cases and transfer services to other agencies
- Manage sexual offender public record information to provide case management services and protection for children and victims
- Monitoring and maintaining order and security
Professor/ Academic Director
Beautech Express Academy
03.2016 - 08.2017
- Supervise administrative staff
- Coordinate office activities and operations to secure efficiency and compliance with company policies
- Review the curriculum and maintain those standards to the student’s needs
- Order the education material
- Manage the budget and bookkeeping procedures
- Spanish, Biology and PR Criminal Justice class
- Security Guard Class Instructor
Receptionist
River Grove Clinic
06.2000 - 08.2003
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Maintained clean and welcoming reception area, contributing to positive first impression for visitors.
Education
B.S. - Criminal Justice- Forensic Investigation, Biology/ Forensic Science
Inter American University of Puerto Rico Ponce Campus
05.2015
High School Diploma -
East Leyden High School
Franklin Park, IL06-2000
Skills
- Customer service
- Data entry
- Customer relations
- Relationship building
- Call center experience
- Payment processing
- Clerical support
- Product sales
- Sales expertise
Activities
- Probation and Pretrial Officer Services, Judicial Center, Guayama, 03/15, 05/15, 100 hours of practice in a mix of skills in Investigation, communication, and analysis. Provide service and intervention from pretrial release through post-conviction supervision. Responsible for providing a positive impact in the community and the lives of victims and clients with impartiality.
- Student Senator, Inter American University, Ponce Campus, 08/14, 05/15
- President of Student Counselors, Inter American University, Ponce Campus, 08/13, 05/14, Represent the students in all project management and provide appropriate services and grants for food, student internships, and other’s needs. Collaborate with the student community to create fundraising awareness for the students without Pell Grants.
- Forensic Anthropologists Practices, E.P.A.F., Ayacucho, Peru, 06/12, 07/12, Over 450 hours of practice in communication, interview, Forensic Investigation, and Forensic Anthropology. Worked with indigenous community victims who suffered at the hands of the Shining Path Peruvian Revolutionary Organization Army.
Timeline
Career Coach
Umos Inc. / United Migrant Opportunity Services
12.2024 - Current
Sales Supervisor
Armani Outlet
11.2024 - 03.2025
Project Manager
Acuity International
04.2023 - 08.2024
Case Manager
Acuity International
03.2023
Assistant Shelter Manager/Supervisor
Endeavors
05.2021 - 03.2022
Census Field Supervisor
Department of Commerce of the Census Bureau
02.2020 - 10.2020
Disaster Case Manager for DPR-4339
Family Endeavors
10.2018 - 04.2020
Case Manager
BCFS
08.2018 - 10.2018
Immediately Disaster Case Manager for DPR-4339
BCFS
03.2018 - 06.2018
Shelter Assistant Manager for DPR-4339
Individual Management and Consultant Inc.
10.2017 - 02.2018
Professor/ Academic Director
Beautech Express Academy
03.2016 - 08.2017
Customer Service Cashier
Gemato's
01.2010 - Current
Receptionist
River Grove Clinic
06.2000 - 08.2003
B.S. - Criminal Justice- Forensic Investigation, Biology/ Forensic Science
Inter American University of Puerto Rico Ponce Campus
High School Diploma -
East Leyden High School
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